Collaborative Email Product/ service?

[STiCory]

Not sure if this is the right place to put this, but I am looking for some way to have a collaborative email, think support@mydomain.com sales@mydomain.com etc. I need a way to receive emails and either delegate emails to users or have them "claim" them. Once they are "taken" a user then sends a reply on behalf of the group, so it won't show as johndoe@mydomain.com it'll show as a reply coming from the same inbound email address. Right now we have a google apps for work account set up for them but multiple people just log in to the same email account, this works somewhat. Its clunky because updates don't propagate immediately, so it's impossible to tell if someone already replied to an inbound email.

I also will need a way to send emails as the collaborative email, such as someone calls in and says "hey send me something!", I want the emails to come from sales@mydomain.com etc. We each have our own emails as well so they can be used to log in to a system if needed.

 

What sort of options are there?

[divito]

What you're asking for is help desk software essentially. I've only used a few (Kayako being one of them) in different companies, so I'm far from an expert on recommending a solution for you. Hopefully someone here can give you a better run down of the options.

 

Edit - It's also important to know, other than assigning tickets/e-mails to people, whether you'd be interested in other features of typical help desk software, such as alerts and escalation, billing management, customer database, or live chat, etc...

[STiCory]

1 minute ago, divito said:

What you're asking for is help desk software essentially. I've only used a few (Kayako being one of them) in different companies, so I'm far from an expert on recommending a solution for you. Hopefully someone here can give you a better run down of the options.

So I did try out zendesk, as well as inbox by zendesk and they were great but weren't quite what I'm looking for. I'm not really concerned with generating tickets, just a way to have multiple people work in a single email. Trying different terms I just found shared mailboxes offered by Microsoft Office 365 for work so that may be an option. I dabbled with collaborative inboxes with Google groups as well but they were kind of clunky.. I've never heard of Kayako but I will look it up.